About
Welcome! My name is Serena Riley and I’m thrilled you’re here!
Greetings! I'm incredibly grateful that you've stopped by to visit me virtually. Joy & Moxie is more than a logomark, this is a passion project of women empowerment that I'd love to see grow into a future full-time job and your support in this endeavor is truly appreciated ❤
In everything I do, I strive to do it with Joy & Moxie - passionately pursing positivity and living courageously authentic. I’m a badass tech start-up woman leader, 20-year experience management master, certified customer experience professional, wife, and momma of three, working on becoming my best me every day. I love to unleash my quirky and fun side by indulging in my many creative personas as a writer, design fanatic, crafter, costume connoisseur, and manufacturer of fun.
Joy & Moxie is an empowering sisterhood for women and women entrepreneurs, igniting passion and innovation through tailored mentorship, customer experience consulting, community support, and a sprinkle of flair. I use my corporate experience to help women transform their dreams into reality.
Joy & Moxie is ...
a reminder of living well and being whole
encouragement for achieving our heart's desire
empowerment for intentionally designing our future
an affirmation that we are bold, beautiful, and impactful
the sharing of life's experiences and how we can learn and grow from them
If any of the above speaks to you loudly or even whispers quietly, join me on this journey where I'm:
Developing a community of women for women aimed at achieving our highest potential together, supporting and lifting one another along the way.
Designing handmade art and wearables to remind you to get going and get growing.
Delivering Empowerment Experiences to educate, enable, and encourage learning and growth.
I can't wait to get to know you! Reach out anytime!
Awards Won
Winner of CXPA's 2020 CX Impact Award (8:25 - 11:30 and 18:30 - 23:20), Customer Experience Professionals Association (CXPA), Oct 6, 2020
Winner of Three 2020 CX of M Industry Best Practices Awards: "Customer Feedback & Continuous Improvement," "Understanding the Customer," and "Individual Achievement in CXM," Michigan's Association of Customer Experience Professionals (CX of M), Apr 2020
Publications
Speaking Engagements
“Clare Muscutt talks with Serena Riley about challenging gender bias for the future generation of women leaders,“ Inspiring Women in CX Podcast, Clare Muscutt, Apr 26, 2022
“WiCX Clare Muscutt, Olga Potaptseva, Serena Riley, Mandisa Makubalo,“ All Things Considered CX with Bob Azman Podcast, CX of M Radio, Feb 14, 2022
“CX Authors Roundtable - Part 2,“ All Things Considered CX with Bob Azman Podcast, CX of M Radio, Jan 3, 2022
“Introducing Punk XL - Interview with Serena, Lara, Amy, Joyce, Oisin and Tom,“ Punk CX with Adrian Swinscoe Podcast, Adrian Swinscoe, Dec 9, 2021
“Enter the Portal to Customer Satisfaction,“ The Loyalty Map Podcast, infoedge LLC, May 13, 2021
“How to Breathe Life Into Your Personal Brand,“ SaganWorld 2021, Saganworks, May 7, 2021
“E³ Coaching Studio Launch Party,“ E³ Coaching Studio, Apr 21, 2021
"Easy Does It," The CX Leader Podcast, Walker Info, Jan 5, 2021
Speaker: “Build a Fully Integrated and Closed Loop VoC Program From Scratch,” Fall 2020 CXM Best Practices Symposium, Oct 2020
Speaker: “Ensuring Customer Success and Engagement Using Regional Customer Exchange Forums,” Fall 2020 CXM Best Practices Symposium, Oct 2020
Moderator: “Coffee Break Networking Sessions,” Fall 2020 CXM Best Practices Symposium, Oct 2020
"Careers in CX: Serena Riley - Director of Customer Experience - LLamasoft," CX of M Radio Podcast, Jul 12, 2020
"Immersing in the Customer’s Experience," The CX Leader Podcast, Walker Info, Aug 27, 2019
Panelist: “The Many Flavors of CX,” Customer Experience Professionals Association (CXPA) Conference, May 2019
Speaker: "Bringing the Customer Journey Map to Life through Immersion Experiences," Customer Experience Professionals Association (CXPA) Conference, May 2019
Written Words
“Awesome Women to Follow in CX,“ Women in CX, Mar 8, 2022
“102 Customer Experience Experts Reveal Their CX Challenges and Actions,“ Clootrack, Feb 11, 2022
“Punk XL,” Swinscoe, Adrian, et al, Nov 28, 2021
“Customer Experience 3,“ Priestley, Andrew, et al., Writing Matters, Mar 25, 2021
"The Grand Reopening: Supporting Customers as the World Returns to Business as Usual," Customer Experience Professionals Association (CXPA) Blog, Jun 24, 2020
"Case Study: Empathy-Building Customer Journey Simulation (LLamasoft)," Gartner, Jun 16, 2020
"How Customer Experience Can Strengthen Your Organization During Difficult Times," Michigan's Association of Customer Experience Professionals (CX of M) Blog, Mar 16, 2020
"Guide to Developing CX Job Descriptions" eBook, Customer Experience Professionals Association (CXPA), Mar 13, 2020
"Building Stronger CX Programs, One Job Description at a Time: CXPA Launches Newest E-Book," Customer Experience Professionals Association (CXPA) Blog, Mar 12, 2020
CX Program Mention: "Customer Experience: 22 international CX professionals share their current strategies for achieving impact and visibility using best practice CX," Priestley, Andrew, et al., Writing Matters, Nov 11, 2019
"Getting immersive to create alignment, and empathy," Amplified Customer Experience Blog, Aug 13, 2019
"Inspirational Mentorships at LLamasoft," LLamasoft, Inc. Blog, Jan 31, 2019
"Meet LLamasoft’s Customer Experience Team!," LLamasoft, Inc. Blog, Oct 2, 2018